delivering exceptional telephone customer service
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“It’s an Attitude”
Delivering Exceptional Telephone
Customer Service
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Service is the lifeblood of any organization. Everything flows from it and is nourished by it.
Customer service is not a department…it’s an attitude.
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Attitude – Attitude - Attitude
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Learning Objectives
• Emphasize importance of Attitude in CS
• Raise awareness of the steps to great CS
• CS Telephone Techniques
• How to handle the Irate Customer
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Steps To Outstanding Customer
• Enthusiasm• Adaptability• Empathy• Responsiveness• Resiliency• Reliability• Assurance• Ownership
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Biggest Customer Service Mistakes
• Displaying lack of urgency
• Not listening• Asking closed ended
questions ( ??? )• Lack of concern• Letting your bad hair
day show• Poor follow-up
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Maintaining Customer Relationships
• Stay focused on customer needs (relationships)
• Be an “active” and Empathic listener• Become knowledgeable in many areas• Maintain a positive attitude about your job,
your customer and your organization• Strive for win-win customer relationships• Apologize for poor service
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More “Points” to Remember
• Don’t Over-React to Customer’s Mistakes
• Provide fair hearing – Don’t interrupt
• Help the customer save face
• Don’t linger on customer mistakes
• Speak the customers language
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Your Friend – The Telephone!!
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Would you treat these people any differently on the phone if you could actually see them ??? If so, why ???
Guys: It might be Daisy Fuentes on the line !Girls: It might be Antonio Banderas calling !
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Why Do People Call?“They Need Help”
• Address Customers with Respect
• Model Good Telephone Etiquette
• Understand Impact of Your Message
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Customer Dislikes
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Communicate with your customers as you would with your kids ! Keep it simple and make sure it is clear; then make sure they understand.
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Message Impact
Words Tone
Non Verbal
7 % Words38 % Tone55 % Non Verbal
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Customer Service and the TelephoneYOUYOU are the Company!are the Company!
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Customer Service and the TelephoneThe Listener’s Imagination
1 Words - What do you convey in what you say?
2 Tone or Voice Quality
3 Factors Form the Caller’s Perception3 Factors Form the Caller’s Perception
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Customer Service and the Telephone3 Factors Form The Caller’s Perception
• What affects our tone?Attitude Job SatisfactionPersonal IssuesHaving a bad dayPrevious bad phone call
2 Tone or Voice Quality2 Tone or Voice Quality
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Customer Service and the Telephone3 Factors Form The Caller’s Perception
• What can I do to Improve?Project SincerityProject friendlinessShow responsivenessAvoid sounding mechanical
2 Tone or Voice Quality2 Tone or Voice Quality
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Customer Service and the TelephoneThe Listeners Imagination
3 Phone Etiquette
3 Factors Form the Caller’s Perception3 Factors Form the Caller’s Perception
1 Words Words 2 Tone or Voice QualityTone or Voice Quality
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Telephone Techniques
• Know & use your strategic tool kit(1) Vocabulary Choices (2) Voice Tone
• Use effective greetings• Manage the flow of calls
– Acknowledge and Take The Lead
• Wrap up the call properly
• Lear to Handle all customer Types
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The “Irate” Customer
• Manage your stress• Let them tell story• Apply empathy and
ample reassurance• Render solution in the
form of an:– Answer
– Process
– Another Person
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The Expert/Walking Encyclopedia
They seem to know more than you do about your product and your company. They flood you with facts and stats.
Solution: Stroke their egos by complimenting them on their knowledge.
Then ask how you can help them.
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The TwisterThey somehow twist your words into
something you’re sure you didn’t say.
Solution: Keep it short and simple. Repeat yourself and use closed ended questions that require a simple yes or no answer.
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The InterrupterThey make you want to yell “shut up and
listen,” but you can’t.
Solution: Suggest that the best way for you to help them is for you to brief them first, assuring you’ll leave them plenty of time for any questions they may have.
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Dealing With Customer Issues(Points To Remember)
• Positive Attitude
• Keep it Professional not Personal
• Treat all customers the way “they” want to be treated.
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The Well Rounded EmployeeService & Customer Oriented
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In Conclusion
• Great Service Begins With You !!